Technical Communication

John Lannon is Professor Emeritus and former Director of Writing at the University of Massachusetts Dartmouth, where he developed the undergraduate major in professional writing and later co-developed the M.A. program in professional writing. He has also taught at Cape Cod Community College, University of Idaho, Southern Vermont College, and University of Strasbourg. He has authored and coauthored five major textbooks in business communication, rhetoric, and technical communication, book reviews, filmstrips, and environmental documents and instructional software. He is the recipient of an NDEA Fellowship and Fulbright Lectureship. He holds a B.S., M.A. and Ph.D. from the University of Massachusetts Amherst. His initial training and work was in biomedical science and technology with the USAF. He has served as a communications consultant for various companies and government institutions.  He worked seven years in medical laboratories. Laura J. Gurak is professor and founding chair of the Department of Writing Studies at the University of Minnesota. She holds an M.S. in technical communication and a Ph.D. in communication and rhetoric from Rensselaer Polytechnic Institute. She is author of two books from Yale University Press (1997, 2001), the earlier of which was the first book-length work to study online communities and Internet-based social actions. Gurak is also co-editor of several edited collections and author on numerous conference presentations and papers; she is a recipient of the Society for Technical Communication’s Outstanding Article award. Gurak has authored and coauthored five textbooks in technical communication published by Pearson. She has worked as a technical writer and communications consultant for various companies and organizations.

PART I

COMMUNICATING IN THE WORKPLACE

 

Chapter 1: INTRODUCTION TO TECHNICAL COMMUNICATION

Learning Objectives for This Chapter

What is Technical Communication?

Technical Communication Is a Digital and a Human Activity

Technical Communication Reaches a Diverse Audience

Technical Communication Is Part of Most Careers

Technical Communicators Play Many Roles

Characteristics of Effective Technical Communication

Purposes of Technical Communication

Types of Technical Communication

Preparing an Effective Technical Document

            Case:Providing Information Readers Can Use

            Case:Being Persuasive

            Case:Considering the Ethical Issues

            Case:Working on a Team and Thinking Globally

            Consider This:Most Workplace Settings Have a Virtual Component

Projects

 

Chapter 2: MEETING THE NEEDS OF SPECIFIC AUDIENCES

Learning Objectives for This Chapter

Know What Different Audiences Expect

Analyze Your Document’s Audience and Purpose

Assess the Audience’s Technical Background

Case:Tailoring a Single Document for Multiple Audiences

Identify the Audiences’ Cultural Background

Anticipate Your Audience’s Preferences

            Guidelinesfor Analyzing Audience and Purpose

Develop an Audience and Use Profile

            Case:  Developing an Audience and Use Profile

Brainstorm as a Way of Getting Started

            Consider This: Failure to Communicate with the Audience Can Have Drastic Consequences

            Checklist:Analyzing Audience and Purpose

Projects

 

Chapter 3: PERSUADING YOUR READERS

Learning Objectives for This Chapter

Identify Your Specific Persuasive Goal

Try to Predict Audience Reaction

Expect Audience Resistance

Know How to Connect with the Audience

            Case:Connecting with the Audience

Allow for Give-and-Take

Ask for a Specific Response

Never Ask for Too Much

Recognize All Constraints

            Consider This: People Often React Emotionally to Persuasive Appeals

Support Your Claims Convincingly

Consider the Cultural Context

            Guidelines for Persuasion

Shaping Your Argument

            Checklist: Persuasion

Projects

 

Chapter 4: WEIGHING THE ETHICAL ISSUES

Learning Objectives for This Chapter

Recognize Unethical Communication in the Workplace

Know the Major Causes of Unethical Communication

Understand the Potential for Communication Abuse

Rely on Critical Thinking for Ethical Decisions

Anticipate Some Hard Choices

            Case: A Hard Choice

Never Depend Only on Legal Guidelines

Learn To Recognize Plagiarism

            Consider This- Ethical Standards Are Good for Business

Decide Where and How to Report Ethical Abuses

            Checklist: Ethical Communication

            Guidelines for Ethical Communication

Projects

 

Chapter 5: TEAMWORK AND GLOBAL CONSIDERATIONS

Learning Objectives for This Chapter

Teamwork and Project Management

            Guidelines for Managing a Collaborative Project

Conducting Meetings

            Guidelines for Running a Meeting

Sources of Conflict in Collaborative Groups

Managing Group Conflict

Overcoming Difference by Active Listening

            Guidelines for Active Listening

Thinking Creatively

Reviewing and Editing Others’ Work

            Guidelines for Peer Reviewing and Editing

Ethical abuses in Workplace Collaboration

Global Considerations when Working in Teams

            Guidelines for Global Team Communication

            Checklist: Teamwork and Global Considerations

Projects

 

Chapter 6: AN OVERVIEW OF THE TECHNICAL WRITING PROCESS

Learning Objectives for This Chapter

Critical Thinking in the Writing Process

A Sample Writing Situation

Make Proofreading Your Final Step

            Guidelines for Proofreading

            Checklist:Proofreading

Limitations of Writing with Digital Technology

Projects

                                                                                    PART II

                                                                       THE RESEARCH PROCESS

 

Chapter 7: THINKING CRITICALLY ABOUT THE RESEARCH PROCESS

Learning Objectives for This Chapter

Asking the Right Questions

            Case: Defining and Refining a Research Question

Exploring a Balance of Views

Achieving Adequate Depth in Your Search

Evaluating Your Finding

Interpreting Your Findings

            Guidelines for Thinking Critically about Research

Primary versus Secondary Sources

Exploring Secondary Sources

            Guidelines for Researching on the Internet

Exploring Primary Sources

            Guidelines for Informational Interviews

            Guidelines for Surveys

            Consider This: Frequently Asked Questions about Copyright

            Checklist: Doing Research

Projects

 

Chapter 8:  EVALUATING AND INTERPRETING INFORMATON 

Learning Objectives for This Chapter

Evaluate the Sources

Evaluate the Evidence

Interpret Your Findings

            Consider This: Standards of Proof Vary for Different Audiences and Cultural

Avoid Distorted or Unethical Reasoning

Acknowledge the Limits of Research

            Guidelines for Evaluating and Interpreting Information

            Checklist: Evaluating and Interpreting Information

Projects

 

Chapter 9: SUMMARIZING RESEARCH FINDINGS AND OTHER COMPLEX INFORMATION

Learning Objectives for This Chapter

Audience and Purpose

What Readers Expect from a Summary

            Guidelines for Summarizing Information

A Situation Requiring a Summary

Special Types of Summaries

Ethical and Global Considerations in Summarizing Information

            Checklist: Summaries

Projects

PART III

ORGANIZATION, STYLE, AND VISUAL DESIGN

 

Chapter 10: ORGANIZING FOR READERS

Learning Objectives for This Chapter

The Typical Shape of Workplace Documents

Outlining

            Guidelines for Outlining

Storyboarding

Paragraphing

Sequencing

Chunking

Producing and Overview

Organizing for Global Audiences

            Checklist for Organizing Information

Projects

 

Chapter 11: EDITING FOR A PROFESSIONAL STYLE AND TONE

Learning Objectives for This Chapter

Editing for Clarity

Editing for Conciseness

Editing for Fluency

Finding the Exact Words

Adjusting Your Tone

            Guidelines for Deciding about Tone

            Guidelines for Nonsexist Usage

            Guidelines for Inoffensive Usage

Considering the Global Context

Legal and Ethical Implications of Word Choice

Using Automated Editing Tools Effectively

            Checklist: Style

Projects

 

Chapter 12: DESIGNING VISUAL INFORMATION

Learning Objectives for This Chapter

Why Visuals Matter

When to Use Visuals

Types of Visuals to Consider

How to Choose the Right Visuals for Your Readers

Tables

Graphs

            Guidelines for Creating Tables and Graphs

Charts

            Guidelines for Creating Charts

Graphic Illustrations

            Guidelines for Creating Graphic Illustrations

Photographs

            Guidelines for Using Photographs

Videos

            Guidelines for Using Videos

Software and Downloadable Images

Using Color

            Guidelines for Incorporating Color

Ethical Considerations

Guidelines for Obtaining and Citing Visual Material

Cultural Considerations

            Guidelines for Fitting Visuals with Text

            Checklist: Effective Use of Visuals

Projects

 

Chapter 13: DESIGNING PAGES AND DOCUMENTS

Learning Objectives for This Chapter

Page Design in Workplace Documents

How Page Design Transforms a Document

Design Skills Needed in Today’s Workplace

Creating a Design that Works for Your Readers

            Guidelines for Shaping the Page

            Guidelines for Styling the Words and Letters

            Guidelines for Adding Emphasis

            Guidelines for Using Headings for Access and Orientation

Audience Considerations in Page Design

Designing Digital Documents

            Checklist: Effective Page Design

Projects

 

PART IV

SPECIFIC DOCUMENTS AND APPLICATIONS

 

Chapter 14:DESIGNING AND TESTING DOCUMENTS FOR USABILITY

Learning Objectives for This Chapter

Why Usable Design Is Essential

Achieving a Usable Design

Creating a Document Plan

Writing, Testing, and Revising your Document

            Guidelines for Preparing a Document and Testing it for Usability

Ethical and Global Issues Affecting Usability

Usability Issues in Online or Multimedia Documents

            Checklist: for Usability

Projects

 

Chapter 15: MEMOS

Learning Objectives for This Chapter

Considering your Audience and Purpose

Memo Parts and Format

Memo Tone

Common Types of Memos

            Guidelinesfor Memos

            Checklist: Memos

Projects

 

Chapter 16: EMAIL AND INSTANT MESSAGING

Learning Objectives for This Chapter

Email

Email Style and Tone

Using Visuals with Email

Ethical Issues when Using Email

Global Considerations When Using Email

            Guidelinesfor Writing and Using Email

            Guidelinesfor Choosing Email versus Paper, Telephone, or Fax

Instant Messaging

Instant Messaging: Considering Audience and Purpose

            Guidelinesfor Instant Messaging

            Checklistfor Email and Instant Messaging

Projects

 

Chapter 17: WORKPLACE LETTERS

Learning Objectives for This Chapter

Considering Your Audience and Purpose

Letter Parts, Format, and Design Elements

Letter Tone

Global and Ethical Considerations

            Guidelinesfor Letters in General

Conveying Bad or Unwelcome News

            Guidelinesfor Conveying Bad News

Common Types of Letters

            Guidelinesfor Inquiry Letters

            Guidelinesfor Claim Letters

            Guidelinesfor Sales Letters

            Guidelines for Adjustment Letters, Granting Adjustments and Refusing Adjustments

            Checklistfor Letters

Projects

 

Chapter 18: RÉSUMÉS AND OTHER JOB-SEARCH MATERIALS

Learning Objectives for This Chapter

Assessing Yours Skills and Aptitudes

Researching the Job Market

Résumés

Considering Your Audience and Purpose

            Guidelines for Hard CopyRésumés

            Guidelinesfor Scannable and Emailed Résumés

            Guidelinesfor Online Résumés

Application Letters

Guidelinesfor Application Letters

Consider This: How applicants are Screened for Personal Qualities

Dossiers, Portfolios, and Webfolios

            Guidelines Dossiers, Portfolos, and Webfolios

Interviews and Follow up Letters

Guidelinesfor Interviews and Follow-Up Letters

            Checklist:Résumés

            Checklist: Application Letters

            Checklist: Supporting Material

Projects

 

Chapter 19: TECHNICAL DEFINITIONS

Learning Objectives for This Chapter

Audience and Purpose

Legal, Ethical, Societal, and Global Implications

Types of Definition

Methods for Expanding Definitions

Situations Requiring Definitions

Placement of Definitions in a Document

            Guidelinesfor Definitions

            Checklistfor Definitions

Projects

 

Chapter 20: TECHNICAL DESCRIPTIONS, SPECIFICATIONS, AND MARKETING MATERIALS

Learning Objectives for This Chapter

Considering Audience and Purpose

Types of Technical Descriptions

Objectivity in Technical Descriptions

Elements of a Usable Description

An Outline and Model for Product Description

A Situation Requiring Product Description

An Outline for Process Description

A Situation Requiring Process Description

            Case:A Process Description for a Nontechnical Audience

            Guidelinesfor Descriptions

Specifications

            Guidelinesfor Specifications

Technical Marketing Materials

            Guidelinesfor Technical Marketing Materials

            Checklist: Technical Descriptions

            Checklist: Specifications

            Checklist: Technical Marketing Materials

Projects

 

Chapter 21: INSTRUCTIONS AND PROCEDURES

Learning Objectives for This Chapter

Considering Audience and Purpose

Formats for Instructional Documents

Faulty Instructions and Legal Liability

Elements of Effective Instructions

            Guidelinesfor Providing Appropriate Detail

            Guidelinesfor Designing Instructions

An Outline for Instructions

A Situation Requiring Instructions

Digital and Online Instructions

Video Instructions

Evaluating the Usability of Instructional Documents

Procedures

            Checklist:Effective Instructions and Procedures

Projects

 

Chapter 22 : INFORMAL REPORTS

Learning Objectives for This Chapter

Informational versus Analytical Reports
Progress Reports

            Guidelinesfor Progress Reports

Periodic Activity Reports

            Guidelinesfor Periodic Activity Reports

Trip Reports

            Guidelinesfor Trip Reports

Meeting Minutes

            Guidelinesfor Meeting Minutes

Feasibility Reports

            Guidelinesfor Feasibility Reports

Recommendation Reports

            Guidelinesfor Recommendation Reports

Justification Reports

            Guidelines for Justification Reports

Peer Review Reports

            Guidelinesfor Peer Review Reports

            Checklist:Informal Reports

Projects

 

Chapter 23: FORMAL ANALYTICAL REPORTS

Learning Objectives for This Chapter

Considering Audience and Purpose

Typical Analytical Problems

            Case:The Reasoning Process in Casual Analysis

            Case:The Reasoning Process in Comparative Analysis

            Case:The Reasoning Process in Feasibility Analysis

Elements of a an Effective Analysis

An Outline and Model for Analytical Reports

Front Matter and End Matter

A Situation Requiring an Analytical Report

            Guidelinesfor Reasoning through an Analytical Problem

            Checklist: Analytical Reports

Projects

 

Chapter 24: PROPOSALS

Learning Objectives for This Chapter

Considering Audience and Purpose

The Proposal Process

            Case:Submitting a Competitive Proposal

Types of Proposals

Elements of a Persuasive Proposal

An Outline and Model for Proposals

            Guidelinesfor Proposals

Situation Requiring a Formal Proposal

            Checklist: Usability of Proposals

Projects

 

Chapter 25: ORAL PRESENTATIONS AND WEBINARS

Learning Objectives for This Chapter

Advantages and Drawbacks of Oral Presentations

Avoiding Presentation Pitfalls

Planning Your Presentation

Preparing Your Presentation

Planning and Creating Your Visuals

            Guidelinesfor Readable Visuals

            Guidelines for Understandable Visuals

Choosing the Right Technology

Using Presentation Software

            Case:PowerPoint and the Space Shuttle ColumbiaDisaster

            Guidelines for Using Presentation Software

Delivering Your Presentation

            Guidelines for Using Visual Aids

            Guidelines forManaging Listener Questions

            Guidelines for Delivering Oral Presentations

            Consider This: Cross Cultural Audiences May Have Specific Expectations

Webinars and Distance Presentations

            Guidelines forWebinars and Distance Presentations

            Checklist: Oral Presentations

Projects

 

Chapter 26: WEB PAGES

Learning Objectives for This Chapter

Considering Audience and Purpose

How Readers Read Web Pages

Writing for the Web

            Guidelines for Writing Web Pages

Designing Web Pages

            Guidelines for Designing Web Pages

Techniques and Technologies for Creating Web Sites

Global Issues and Web Pages

            Guidelines for Addressing Global Audiences

Ethical and Legal Considerations for Web Sites

            Checklist: Web Pages

Projects

 

Chapter 27: BLOGS, WIKIS, AND SOCIAL NETWORKS

Learning Objectives for This Chapter

Considering Audience and Purpose

Using Blogs for Technical Communication

Using Wikis for Technical Communication

            Guidelines for Writing and Using Blogs and Wikis

Using Social Networks for Technical Communication

            Guidelines for Writing and Using Social Networks

Ethical and Legal Considerations

            Consider This: Blogs, Wikis, and Social Networks Change How We Work and Learn

            Checklist:Blogs, Wikis, and Social Networks

Projects